What Do I Do If I'm Not Happy With the Outcome of My Support Call?

At Tower Systems we pride ourselves on good customer service. If you find that you are not 100% satisfied with the outcome of a support call we have an escalation procedure in place so you can voice your concerns. 

The first step is our Support Team Leader Roy Eng. Roy runs the support team and the members of support report directly to him. If you are unhappy with the support you are receiving don't be afraid to ask to speak to Roy.

Roy Eng
Telephone: 03 9524 8000
Email: csm@towersystems.com.au

If you are unhappy with the response you get from Roy or feel there is more we can do you can contact Gavin Williams our Chief Operating Officer. Gavin has been working at Tower for over 20 years and has excellent hands on experience with the software from a support and development perspective. 

Gavin Williams
Telephone: 03 9524 8000
Email: gavinw@towersystems.com.au

If you still feel like your request has not been satisfied you can speak directly to Mark Fletcher our Managing Director. Mark started Tower Systems in 1981 and has been running the company since. Mark believes that being accessible and accountable is important in business and that is why if a client is feeling dissatisfied he is happy to take their call.

​

Mark Fletcher

Telephone: 03 9524 8000

Mobile: 0418 321 338

Email: mark@towersystems.com.au

It is important that you follow the steps in the process to ensure you are going through the correct channels to receive help. 

• Related Articles

• Support for Retailer Version 2.X Has Ended

  As of June 2024, support for Retailer versions prior to Version 3 has officially ended. This strategic decision enables us to concentrate our team's training and resources on the current software, Retailer 3, which was released over four years ago. ...

• How to cancel your software rental

  If you have decided that the software does not suit your business, and wish to cancel the rental, here are the steps to do so: Send an email to support@towersystems.com.au with the subject: STORE NAME - cancel software rental. In the email, please ...

• Contact Our Support Team

  You can log a ticket with the Support Team on our website HERE We have a video guide on logging a support ticket Logging a Support Request At Tower Systems, we pride ourselves on being a very contactable group of people. From our managing director to ...

• Unsupported Users

  If you have purchased our Retailer software, support is completely optional. Generally when you first purchase Retailer you will get a year of support as part of our standard package, however, after this time it is entirely up to you whether you wish ...

• Retailer Installation & Training

  Prior to Installation If you are supplying your own hardware, please ensure that this hardware meets the specifications and is configured according to this article. Brief all of your staff, and advise that the business will be disrupted through this ...